EP3850482A4 - Method and system to predict workload demand in a customer journey application - Google Patents
Method and system to predict workload demand in a customer journey application Download PDFInfo
- Publication number
- EP3850482A4 EP3850482A4 EP19860077.7A EP19860077A EP3850482A4 EP 3850482 A4 EP3850482 A4 EP 3850482A4 EP 19860077 A EP19860077 A EP 19860077A EP 3850482 A4 EP3850482 A4 EP 3850482A4
- Authority
- EP
- European Patent Office
- Prior art keywords
- workload demand
- customer journey
- journey application
- predict workload
- predict
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
- G06Q10/063114—Status monitoring or status determination for a person or group
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06315—Needs-based resource requirements planning or analysis
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
- G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G06Q30/016—After-sales
Landscapes
- Business, Economics & Management (AREA)
- Human Resources & Organizations (AREA)
- Engineering & Computer Science (AREA)
- Economics (AREA)
- Strategic Management (AREA)
- Entrepreneurship & Innovation (AREA)
- Development Economics (AREA)
- Marketing (AREA)
- Educational Administration (AREA)
- General Physics & Mathematics (AREA)
- Physics & Mathematics (AREA)
- Theoretical Computer Science (AREA)
- General Business, Economics & Management (AREA)
- Quality & Reliability (AREA)
- Game Theory and Decision Science (AREA)
- Operations Research (AREA)
- Tourism & Hospitality (AREA)
- Accounting & Taxation (AREA)
- Finance (AREA)
- Telephonic Communication Services (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US201862729856P | 2018-09-11 | 2018-09-11 | |
PCT/US2019/050486 WO2020055925A1 (en) | 2018-09-11 | 2019-09-10 | Method and system to predict workload demand in a customer journey application |
Publications (2)
Publication Number | Publication Date |
---|---|
EP3850482A1 EP3850482A1 (en) | 2021-07-21 |
EP3850482A4 true EP3850482A4 (en) | 2022-04-27 |
Family
ID=69718847
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
EP19860077.7A Pending EP3850482A4 (en) | 2018-09-11 | 2019-09-10 | Method and system to predict workload demand in a customer journey application |
Country Status (8)
Country | Link |
---|---|
US (1) | US20200082319A1 (en) |
EP (1) | EP3850482A4 (en) |
JP (1) | JP2021536624A (en) |
CN (1) | CN112840363A (en) |
AU (1) | AU2019339331B2 (en) |
BR (1) | BR112021004156A2 (en) |
CA (1) | CA3111231A1 (en) |
WO (1) | WO2020055925A1 (en) |
Families Citing this family (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN113836191B (en) * | 2021-08-12 | 2022-08-02 | 中投国信(北京)科技发展有限公司 | Intelligent business processing method and system based on big data |
PT117679A (en) * | 2021-12-23 | 2023-06-23 | Altice Labs S A | DRIVEN GRAPHS TO MODEL PERSONALIZED CUSTOMER CONNECTION ON CHANNELS |
Family Cites Families (12)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
JP3743247B2 (en) * | 2000-02-22 | 2006-02-08 | 富士電機システムズ株式会社 | Prediction device using neural network |
US6895083B1 (en) * | 2001-05-02 | 2005-05-17 | Verizon Corporate Services Group Inc. | System and method for maximum benefit routing |
WO2002093321A2 (en) * | 2001-05-17 | 2002-11-21 | Bay Bridge Decision Technologies, Inc. | System and method for generating forecasts and analysis of contact center behavior for planning purposes |
US7103171B1 (en) * | 2001-06-29 | 2006-09-05 | Siebel Systems, Inc. | System and method for multi-channel communication queuing using routing and escalation rules |
JP4846376B2 (en) * | 2006-01-31 | 2011-12-28 | 新日本製鐵株式会社 | Production / distribution schedule creation apparatus and method, production / distribution process control apparatus and method, computer program, and computer-readable recording medium |
US20100332286A1 (en) * | 2009-06-24 | 2010-12-30 | At&T Intellectual Property I, L.P., | Predicting communication outcome based on a regression model |
JP6058571B2 (en) * | 2014-03-03 | 2017-01-11 | 東京瓦斯株式会社 | Necessary personnel number calculation device, necessary personnel number calculation method and program |
US20150286982A1 (en) * | 2014-04-07 | 2015-10-08 | International Business Machines Corporation | Dynamically modeling workloads, staffing requirements, and resource requirements of a security operations center |
US10380609B2 (en) * | 2015-02-10 | 2019-08-13 | EverString Innovation Technology | Web crawling for use in providing leads generation and engagement recommendations |
CN105374206B (en) * | 2015-12-09 | 2017-12-08 | 敏驰信息科技(上海)有限公司 | A kind of system and its method of work of active Transportation Demand Management |
EP4186016A1 (en) * | 2020-07-24 | 2023-05-31 | Genesys Cloud Services Holdings II, LLC. | Method and system for scalable contact center agent scheduling utilizing automated ai modeling and multi-objective optimization |
JP2023540970A (en) * | 2020-09-03 | 2023-09-27 | ジェネシス クラウド サービシーズ インコーポレイテッド | Systems and methods related to predicting and preventing high agent turnover in contact centers |
-
2019
- 2019-09-10 BR BR112021004156-7A patent/BR112021004156A2/en unknown
- 2019-09-10 US US16/566,432 patent/US20200082319A1/en not_active Abandoned
- 2019-09-10 AU AU2019339331A patent/AU2019339331B2/en active Active
- 2019-09-10 CN CN201980058824.5A patent/CN112840363A/en active Pending
- 2019-09-10 CA CA3111231A patent/CA3111231A1/en active Pending
- 2019-09-10 JP JP2021511538A patent/JP2021536624A/en active Pending
- 2019-09-10 WO PCT/US2019/050486 patent/WO2020055925A1/en unknown
- 2019-09-10 EP EP19860077.7A patent/EP3850482A4/en active Pending
Non-Patent Citations (1)
Title |
---|
No further relevant documents disclosed * |
Also Published As
Publication number | Publication date |
---|---|
BR112021004156A2 (en) | 2021-05-25 |
EP3850482A1 (en) | 2021-07-21 |
CN112840363A (en) | 2021-05-25 |
WO2020055925A1 (en) | 2020-03-19 |
AU2019339331B2 (en) | 2024-06-27 |
US20200082319A1 (en) | 2020-03-12 |
AU2019339331A1 (en) | 2021-03-18 |
JP2021536624A (en) | 2021-12-27 |
CA3111231A1 (en) | 2020-03-19 |
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DAX | Request for extension of the european patent (deleted) | ||
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A4 | Supplementary search report drawn up and despatched |
Effective date: 20220325 |
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RIC1 | Information provided on ipc code assigned before grant |
Ipc: G06Q 30/00 20120101ALI20220321BHEP Ipc: G06Q 10/06 20120101ALI20220321BHEP Ipc: G06Q 10/04 20120101ALI20220321BHEP Ipc: G06Q 10/00 20120101AFI20220321BHEP |
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Effective date: 20230215 |
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P01 | Opt-out of the competence of the unified patent court (upc) registered |
Effective date: 20230510 |